New Image Eye Center

I have been fortunate enough to enjoy the New Image Eye Center for over 20 years, beginning when I was in elementary school. The people who work in this office are very personable, compassionate, helpful and courteous. Dr. Roark has been my doctor since I started at this office and he is always in high spirits and willing to make your appointment enjoyable. He is great with children as well as adults. The selection for both frames and lenses is better than many other places and keeps improving over the years. I highly recommend this office for any of your eye care needs.

Zero focus on customer service. I've been taking my family there for several years now and it just keeps getting worse. I was really hoping it would improve. Staff is gruff, never overly rude, but always bothered if your not at their disposal. They have "lost" my insurance information nearly every time. Try charging me full out of pocket cost, and when questioned, they usually reply "well you don't have insurance". When I try to correct the situation they can't seem to enter my information, I've had to show them how to a few times. Yes it's happened often enough I can walk the receptionist through it. The wait is ever increasing. Appointments were always 30min + behind, and if your the end of the day appointment runs past business hours (because they ran behind) they'll try and reschedule you or get huffy if you keep them past 5. So if you are taking a kid in after school or you are coming in after work, good luck. This was the final straw. I came in to pick up some glasses. Already paid for, already fitted, just picking them up. I signed in and after 15 min asked a worker if I could just pick them up. The response was "I'll be with you ... sir". Another 15-20 min of waiting, same interaction. Keep in mind there were about 4-5 staff (several walking past me waiting ) and only about 3-4 customers. After an hour I walked up to the desk and asked if they prefer I come back to pick up the glasses as I've been waiting over an hour. The Staff member told me I needed to wait for the fitting, and I re-explained (3rd time) that I didn't need it. I was just there to pick up. "Well I'll see if I can find them" was the best I got. No apology, just huffy. The Staff member found the glasses, handed them to me and said "sorry", not I'm sorry for the 1 hour wait, not sincere apologies, just "sorry" and went about their business. .

This is a delayed post. After going to New Image as far back as when they were in the old building, I can say I've been a good customer since I was a child. Admittedly, the reception staff have always been kind of gruff which always knocks off a star, but after my last pair of glasses, I must say that my time at New Image is coming to a close. I got a nice, certainly not inexpensive, pair of Paradigm glasses that I really loved the look of. Unfortunately, the fit was not right so I had to go in to adjust. After the third time returning for an adjustment, one woman alerted me that these glasses are "cheap junk" and that I would need to get a different pair. Aside from wondering why someone would knowingly sell me cheap junk frames for $150+, I did select a pair of Ted Bakers at no more cost to me than the difference between the price of the frames. During the pandemic, I noticed that I was starting to get strange headaches and imprints under my nose pads. New Image was closed at the time so I went to the eye doctor across the street. They informed me that the nose pads I had were way too hard given the heaviness of my frames and lenses and fitted me with a pair of soft, silicone nose pads for free. Problem solved, although I wasn't sure why New Image wouldn't have set me up with that from the beginning. So after returning for adjustments three times and being sold "cheap junk" and then being given an expensive pair of glasses with under-performing nose pieces, I can't think of a reason to return. My actual optometrist is pretty cool, but if they are just trying to pedal me junk or poorly set up expensive glasses, then I might as well take my business elsewhere.

I think Dr. Colvin is a fantastic optometrist but, the manager that sells glasses leaves a bit to be desired. She is very misleading in that she will tell you that insurance wants you to add all these extra coatings etc for your glasses and that just is not true. Know your insurance requirements before purchasing glasses here!! Do not be mislead like I was and if you are, be careful about calling them on it or you'll be looking for a new eye doctor as am I. The staff is more important than the customer at this establishment.

I LOVE this office and their staff! Dr. Colvin is awesome, they use new state of the art testing, and the eye glasses dept aim to please. (And I know! I put them through so much bc I have an extreme eye sensitivity that causes motion sickness if the script or curve tolerance is off in the very slightest. Andrea is my girl!)

Dr. Hankey is great, always friendly and smiling, fast and efficient at what she does as is the rest of the "eyecare team". She and her staff are the ONLY reason I will continue to go here. The office staff comes off as extremely rude and unprofessional and the wait time to pick up your glasses is absolutely unacceptable. I still recommend going here because of how great Dr. Hankey and the rest of the medical staff are, but I may choose to purchase frames and lenses from another facility next year.

My names is James Wilder I am 48 and have been wearing glasses for 42 years I started out seeing Dr Roark when I was about 6 years old, The last time I bought glasses at your eye center which I believe was around 5 years ago I paid over 500.00 They where a bifocal lens after 3 visits they never where right I basically gave up and threw them away. I have been wearing a pair of glasses that is about 8 years old. Today I go in I explain to the lady what I have been through she first argues with me that I am wearing a bifocal when I finally convence I am not she looks and my last lens and says I would have never put you in that lens's with your script you need line bifocals, I had to tell her 3 times I wanted single vision. She then tells me she has to call the lab to see if I can get transistion lenses which last week i was told on the phone no problem, she had to call the lab. So then after I tell her how old my glasses are she says oh no I only see you going back to 2012. In all the years I have been wearing glasses I have only bought 3 pairs that was not from Dr Roark or you practice . At that point I left. Most people would have never went back after the bad experiace but i did. Over the years I have proably recommended 20 patience to Dr Roark or your Practice. After today I will never go back or recommend you again. Just some advice though you should teach your staff too listen to their customers they no better then any computer what they are wearing and who has been providing them glasses. You have lost a customer for life and I will NEVER recommend you to any one again.

I have been a patient of Dr. Roark's for over 20 years. Dr. Roark and the staff at New Image Eye Center are always friendly and professional. Each member takes his/her time with me and the selection of eye glass frames is second to none. I would highly recommend New Image to anyone looking for a new eye care provider.